the bare necessities: 10 steps to service desk success · david wright chief value & innovation...

David Wright Chief Value & Innovation Officer

Service Desk Institute

@dai_wright

The Bare Necessities: 10 Steps to

Service Desk Success

Ten key elements that help make a brilliant service desk

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1. Define

strategic purpose

“Purpose is one of the most powerful and least leveraged weapons of leadership”

Nikos Mourkogiannis Purpose: The Starting Point of Great Companies

Vision

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Dare to dream…

Vision

Direct

Clear

Brief

Achievable

Aspirational

“To create a better every-day life for the many people”

IKEA

“Bring inspiration and innovation to every athlete* in the world” *If you have a body, you are an athlete

Nike

“To make people happy”

Disney

“To inspire service desks to be brilliant”

Service Desk Institute

Mission

Mission What?

How?

For whom?

Why?

“A way of ensuring that the dumbest

person in the company knows what

they should be doing”

Dave Marinaccio

The greatest mission statement of all time?

Clue:

It’s a five year mission

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Mission statement

• To explore strange new worlds

• To seek out new life and new civilizations

• To boldly go where no one has gone before

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“What is the single most important thing you are trying to accomplish?”

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Q: Hey Captain, what are we doing?

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Q: Hey Captain, what are we doing?

A: Seeking out new life and new civilizations

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Q: Hey Captain, what are we doing?

A: Seeking out new life and new civilizations

Q: But if we find a strange new world, what do we do Captain?

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A: Explore it!

Q: Hey Captain, what are we doing?

A: Seeking out new life and new civilizations

Q: But if we find a strange new world, what do we do Captain?

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Q: But how Captain?

A: Explore it!

Q: Hey Captain, what are we doing?

A: Seeking out new life and new civilizations

Q: But if we find a strange new world, what do we do Captain?

Q: But how Captain?

A: Explore it!

A: Boldly!

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Q: Hey Captain, what are we doing?

A: Seeking out new life and new civilizations

Q: But if we find a strange new world, what do we do Captain?

2. Understand

customer needs

Service level agreement (SLA)

• Service description

• Performance levels

• Monitoring and reporting

• Contacts

• Response and resolutions timescales

• Repercussions for not meeting its commitment

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What do customers want?

The technology they need to do their job (and they want that technology to work)

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What do customers want?

The technology they need to do their job (and they want that technology to work)

If it doesn’t, or they need something different, they want to contact the right person quickly

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What do customers want?

The technology they need to do their job (and they want that technology to work)

If it doesn’t, or they need something different, they want to contact the right person quickly

They want that person to deal with it courteously and, if possible, immediately

What do customers want?

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The technology they need to do their job (and they want that technology to work)

If it doesn’t, or they need something different, they want to contact the right person quickly

They want that person to deal with it courteously and, if possible, immediately

If not, they want timescales and updates

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How do we measure?

“The technology they need to do their job”

Service catalogue

Quality management

New starter process

PC build/software deployment

Number of service requests (by category)

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How do we measure?

“They want that technology to work”

Availability and capacity management

Number of incidents

Event Management

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How do we measure?

“They want to contact the right person quickly”

Response times

Calls answered/abandoned

Time to assign

Bounce rate

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How do we measure?

“They want that person to deal with it courteously and immediately”

Customer satisfaction surveys

Complaints, compliments, and suggestions

First contact resolution (FCR)

First level resolution (FLR)

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How do we measure?

“They want timescales and updates”

Quality management

Number of escalations

Percentage of aged tickets

Number of tickets updated within a specific period

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How do we measure?

Peo

ple

P

roce

ss

Tech

no

logy

O

per

atio

ns

Pla

ns

Fin

ance

R

ep

ort

ing

Go

vern

ance

C

SI

Peo

ple

P

roce

ss

Tech

no

logy

O

per

atio

ns

Pla

ns

Fin

ance

R

epo

rtin

g G

ove

rnan

ce

CSI

Peo

ple

P

roce

ss

Tech

no

logy

O

per

atio

ns

Pla

ns

Fin

ance

R

epo

rtin

g G

ove

rnan

ce

CSI

Organisational Mission & Vision Organisational Strategy

CSF 1 CSF 2 CSF 3

IT Mission & Vision IT Strategy

CSF 1 CSF 2 CSF 3 KPI 1 KPI 2 KPI 3

Service Desk Mission & Vision Service Desk Strategy

CSF 1 CSF 2 CSF 3 KPI 1 KPI 2 KPI 3

3. Review

and improve

processes

Create a team

External facilitator

Pick a process

Document the ‘as is’ process

Identify value add & waste

Benchmark

Analyse the data

Find and test

solutions

Implement

• Too detailed too early

• Looking for solutions before completing the process

• Mapping what you want to see

• Falling post-it notes

Common problems

4. Choose

an ITSM tool

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Understand requirements

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Understand requirements

Processes

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Understand requirements

Processes

Strategy

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Understand requirements

Processes

Strategy

Functionality

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Understand requirements

Processes

Strategy

Functionality

Outputs

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Understand requirements

Processes

Strategy

Functionality

Outputs

Future…

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Shift Left

Self-heal

Machine Learning & AI

Chatbots

XLAs

Data & Predictive Analytics

Predictive Infrastructure

Future requirements

Engage with experts

Engage with the community

Demo

SDI Intelligence

Webinars

Software showcase

Research

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5. Review

requirements for communication

channels

6. Recruitment

and retention

I can do that..

I can’t do that but I can try..

I can’t do that..

7. Develop a customer

experience program

Inputs = Opportunities to improve

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“Your most unhappy customers are your greatest source of learning”

Bill Gates

Customer satisfaction surveys

Complaints, compliments and suggestions

Business relationship management

Management reports

Major incident & quality reviews

Cross-functional meetings and focus groups

Corridor conversations

Social media

Inputs

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Capture

Managing the customer

experience

Engage Analyse & evaluate

Act

Plan

Measure

Feedback

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8. Regular

activity and performance

reports

https://goo.gl/7nytjb

Wisdom

Knowledge

Information

Data

Insight

Meaning

Context

9. Launch the service desk

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10. Celebrate success

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